Consumer experience preferences remain steady; Gen Z averse to certain technologies


Our Connected Customer, Quantifying the Customer Experience study is an annual survey conducted to assess consumer shopping and payment and banking preferences when it comes to interacting with brands and businesses both online and in stores. Our survey explores themes including individuals' attitudes and behaviors regarding commerce-related experiences such as shopping and advertising, as well as how consumers envision the ideal customer experience when interacting with enterprises. Much of the data from our respondents is in line with that of the 2022 study. However, there are new fieldings that introduce topics such as generative AI, car shopping, sports and more. In this report, we highlight several key consumer experience findings from the survey.

The full report is only available to 451 Alliance members.